Returns & Warranty
If you are not satisfied with your purchase, you may return items within 14 days of original purchase date. Returns will be processed within 7-10 days of receipt. You will be notified via email once your refund has been approved in our system.
To qualify for a merchandise refund, items must be returned in original, unused condition and in the original packaging.
- Print a copy of your invoice or order confirmation.
- Highlight or circle the items you would like to return.
- Pack all items with your invoice in the original packaging or a suitable carton/satchel. Please ensure that all boxed items are securely enclosed in a carton/satchel as we are not able to accept them if damaged. (Shipping cost & shipping sales tax incurred for returns are non-refundable and within the customer’s responsibility)
- Contact our support team HERE for details to arrange a return.
*For security and peace of mind, we strongly suggest using the insured registered post as we are not liable for lost return parcels. Please allow up to 7 business days for us to receive your merchandise.
We do not offer a free returns service. For all change of mind returns, we recommend attending your local post office and selecting tracked post. If you believe your item has a fault, please contact our Customer Service team HERE with your order number and a description/images of the fault. Our team will work to resolve this with priority.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. We will assess a warranty claim in accordance with your legal rights, upon receipt of proof of purchase and inspection of the returned good/s. Products that have not been updated in accordance with regular firmware updates (hardware updates), app updates (software updates), and used in alignment with regular product usage guidelines (for example, the Emerald EMS app should regularly (at least daily) syncing with the Electricity Advisor device), will not be entitled to a warranty replacement. https://emerald-ems.com.au/contact-us/